I had a similar issue a few weeks ago and it took me a while to resolve it. I found working over text message was the easiest.
The agent should be able to follow the chain of old ticket #s to see how the system got it wrong and then will need to manually resubmit to have it credit correctly. This took 3 different agents to get right but they eventually got it done. Just have some patience which I found was much easier over text message!